Remote Access FAQ

Having problems with off campus access? Check the FAQ list below to see if your question is answered.
If you need further assistance, please fill out a Report a Problem form[1]. Additional assistance may be obtained by calling Darcy Del Bosque at (702) 895-2212 or the Research and Information Desk at (702) 895-2100.

Remote access requires the barcode (found on the back of the RebelCard) and a PIN[2].

create a four-character PIN (numbers and/or letters in upper or lower case are all acceptable)

Or select the FULL SERVICE option and ask a staff member at the Lied Library Circulation Desk or any of the branch libraries to set a PIN for you.

Q: I get the error, "Sorry, cannot locate patron record."A: This means that a wrong barcode was entered in the login screen. Try re-entering the information. It could also mean your RebelCard is not activated with the library. Bring your RebelCard to any of the UNLV Libraries' Circulation Desks to activate your card.

Q: What is wrong if I get the error, "The maximum number of users has temporarily been reached for (database name). Please re-select your database(s)".A: This means that you have successfully logged on, but that you have attempted to connect to a database which limits the number of people who can use the database at the same time, and that limit has been reached. For some of our database subscriptions, we are limited in terms of the maximum number of simultaneous users. If the maximum number of users are using the database already and you try to access, this is the message you will see. Try again later.

Q: I get to the login screen, and it seems to accept my barcode and PIN, but then I get an error message saying that the EZproxy administrator must authorize something, or I get a hostname error page. What's wrong?A: This means something is wrong on our end. Use our Report a Problem [1] form to let us know what database or journal you were trying to access and we will check to make sure it is set up correctly to enable remote access.

Q: I can access the databases from home, but I am at work and cannot access them. Why not?A: Many workplaces have a firewall, preset security settings, or their own proxy server. All of these can interfere with remote access. You will need to talk to the network administrator at your place of business to see if remote access will be possible.

Q: After I log in, I get a security warning that tells me that I am about be redirected to a connection that is not secure. Is it safe to continue?A: Yes. The remote access system is set up to use Secure Socket Layer (SSL) technology to encrypt your barcode and PIN. After you have successfully logged in, you are connected to a database. The browser is just letting you know that you are moving from a secure site, to one that does not need this type of security.

Q: I can log in, but I get a cookie error. Do I have to enable cookies to access the library databases?A: Yes, you must enable cookies to remotely use the databases. Both EZproxy and certain databases send "cookies" to your browser when you connect to verify that you are an authorized user. These cookies are deleted when your session is over. If you are not sure how to enable cookies, http://www.google.com/cookies.html[4] has directions for most browsers.

Q: When I try to open journals that are PDFs I get a white screen or the error message, "Cannot download [filename] from ezproxy.library.unlv.edu." Is there anything I can do to fix this?A: Several things can cause this problem:

Make sure you have a copy of Adobe Reader installed on your computer. It is needed to display PDF documents.

Try saving the document to your computer. First right click on the PDF link. A menu will appear, choose "Save Target As" or "Save Link As" from the menu. When the dialog box appears select a location to save the document and click on the save button. The file is now saved and you can open the document from your computer.

Try changing your preferences in Adobe Acrobat. Open Adobe Acrobat from the start menu of your computer. Click on Edit in the top menu. From the list that appears choose preferences. A box will appear; click on "Internet" on the left side of the page. Remove the check mark in the box next to "Display PDF in browser". In older versions of Adobe this may be called "Web browser integration".

Q: Will I have to enter my library barcode number and PIN each time I switch to a different database?A: You will not need to re-enter your library barcode number and PIN when you switch to another database unless you close your browser or are inactive for more than ten minutes. All logins expire at midnight.

Q: I'm having problems using the "Back" button in my Web browser when I've finished searching one database and wish to search another.A: As a result of the way the web and your browser work, you may experience problems using the Back button with your web browser to switch to another database. If this happens go back to the UNLV Libraries homepage[5](www.library.unlv.edu[5]) connect to the database from the journal articles page.

Q: Why don't certain features or links in the database seem to work when I am off campus?A: Several things can be going wrong:

Javascript does not run properly.
You must enable your browser to run javascript. Some anti-virus programs can prevent javascript from running and you may have to disable them to see the database properly.

Certain content or features might not be part of the library's subscription.
In these cases you won't be able to access content because the library has not purchased access to it. You may get an error message as you try to enter certain parts of a database, or you may see links that appear to be inactive.

You need to use a specific browser to be able to view the database.
Some databases require the use of a particular browser or version of a browser. If you are using an older browser, consider updating to a newer version.

Q: I'm using the Internet Explorer browser on a Mac and your site looks funny; or, I am using the AOL browser and cannot access the databases. What's going on?A: Because web standards have changed dramatically in the past few years, our website may not render properly on older browsers, particularly Internet Explorer for Mac (which even Microsoft no longer supports), and Netscape 4.7. You may have problems with some newer browsers, because they have reset your security settings to a higher security level. Changing your security settings should solve most problems. Remote access is not possible using the AOL browser. If you wish to connect to databases remotely you will need to minimize AOL and open a different browser.

Q: I installed virus software or a firewall on my computer. Why did remote access stop working?A: The security settings of anti-virus software and/or firewalls can prevent remote access from working. Since there are so many different types and configurations of virus software and firewalls, we cannot provide details on how to configure your specific software. You may need to discuss the configuration with your internet service provider (ISP) or with the technical support person for your product. The following tips may be helpful:

You will need to make sure that the virus protection is not blocking cookies. Even though you may have cookies enabled on your browser, they may be disabled by your virus protection software.

If you are using McAfee, make sure that "web bug" protection is disabled. From the network and internet section, choose web browsing protection, and then select the advanced feature. Deselect "block web bugs".

If you are using Norton, make sure your privacy settings are not set on high. Allow "confidential information", if prompted. Also, within your privacy settings, ensure that "enable secure connection" is checked.